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Seminole State College of Florida - Sanford, FL
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Quality Consultant working with Cross- functional business leaders to develop & execute strategic quality initiatives & programs to clients.
- Actively monitored agent interactions to identify areas of performance improvement, process gaps, & trends.
- Strengthened relationships with client senior management; evaluated contact center KPI metrics & provided strategic direction to ensure a strong alignment between client & partnering vendors.
- Leveraged client relations to gather/analyze quantitative/qualitative data, subsequently producing essential quality analysis results necessary to make strategic decisions in client contact center operations.
- Lead vendor calibration sessions with cross-functional teams to identify gaps in contact center operations, KPI reporting, discrepancies , Quality Scorecard measures & provide updates on QA changes/risk.
- Created in-depth Quality guidelines to ensure complete and accurate scoring across cross functional teams within Deloitte, vendors/Key Clients.
Quality Supervisor reporting to the VP of Customer, Building out new QA programs to drive performance improvement, contact center & Quality Program success.
- Reviewed, analyzed internal KPI data to provide recommendations and insights into Quality functionality for development team.
- Collaborated on Quality scorecard functionality with sector leaders, supervisors and agents and made key changes to the program.
- Managed teams with 300 agents, provided performance feedback, monthly performance reports and addressed key performance issues with direct reports.
- Improved agent performance by 68% within 90 days by analyzing key performance data, identifying trends, providing necessary coaching feedback, meeting with key stakeholders.
- Lead calibration sessions with Executive Leaders to discuss key areas of opportunities within contact centers & implementation of new processes.
Quality Assurance lead, establishing, implementing, maintaining the quality management process, performance improvement initiatives, quality control, coaching performance.
- Managed external audit project timeline, to include on-site fieldwork performed by company’s independent SOC 1 auditors.
- Provided support to department leadership in performing trend analysis, information gathering, performance feedback and related activities.
- Conducted testing using approved analytical methods. Applied established total quality management methods to analyze, develop solutions to problems.
- Advised Executive management with the development of SOPs and the ongoing maintenance of process and procedure documentation.
- Supervised 50 Service Desk Analyst through monitoring interactions, providing 1-1 coaching, analyzing call performance data & produce reports from KPI metrics & contact center measurements.
- Deloitte- Solutions Leader Award for creating and implementing effective Guideline documents that significantly impacted efficiency for clients.
- Deloitte- Five time recognized Driving Solutions Award for making a positive impact.
- Deloitte- Golden Wrench Award for driving change, understanding client needs and being a leader in Solutions.
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Resume Overview
School Attended
- Seminole State College of Florida
Job Titles Held:
- Lead Quality Assurance Specialist
- Quality Assurance Manager
- Sr Quality Assurance Specialist
Degrees
- Bachelor of Science
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